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1- Helpdesk Specialist
Qualifications
Bachelor’s degree in computer science, engineering or other related field.
ITIL certification is a plus.
Job Description
Responsible for providing technical assistance and support related to JICE computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problems, and determines then implements solutions, while utilizing Service Management system to document, log, assign, escalate tickets and contribute knowledge.
- Install and configure new PC hardware and software on desktops, laptops and peripherals such as phones, printers, external drives and other related hardware.
- Diagnose, troubleshoot and resolve Microsoft Windows, hardware, system failures or bugs and software problems.
- Perform basic computer wired and wireless network troubleshooting.
- Monitor and maintain computer systems and networks.
- Communicate and assist users through a series of actions to help set up systems or resolve issues.
- Monitor and administration of CCTV camera system, Security & attendance devices.
- Setup new users’ accounts and profiles and deal with password issues.
- Maintain historical records by documenting hardware and software changes and revisions.
- Contribute to team effort by accomplishing related results as needed.
- Manage security options and software in computers and networks to maintain privacy and protection from attacks.
- Utilize incident system to log, assign and escalate tickets.
- Prioritize and schedule incidents and requests based on urgency and impact.
- Escalate tickets (when required) to the appropriately experienced technician or vendor.
- Asset Management for sites and ensure assets (hardware, UPS) are covered within warranty and functioning as required.
- Provide knowledge and support on collaboration tools.
- Collaborate with third party suppliers where appropriate and manage and escalate open tickets as required to enable us to meet or exceed service levels.
إقرأ أيضا:Communications Officer Job Opening in Amman, Jordan – Nonprofit Organization
Skills
- Communication skills
- Customer-oriented and patient
- knowledge of office automation products, databases, and remote control.
- Ability to diagnose and resolve basic technical issues.
- Good understanding of computer systems, mobile devices and other tech products
- Teamwork
- Proven experience in an IT operations or service desk role.
- Knowledge of ITIL-aligned Incident, Problem, Configuration, Change and Knowledge Management Policies, Processes and Procedures and supporting roles and tools (ITIL Certification)
- Ability to manage own tasks and assigned tickets in a timely manner and ensure closure within the agreed SLAs.
Education
Information technology
2- IT Manager- SAP
Qualifications
Bachelor’s degree in computer science/ Engineering/ Computer Information Systems or other related field.
Job Description
This position is responsible for Information systems standardization, administration and new functionality implementations. and obtain and sustain a healthy and controlled operation of information systems.
Project Management Role
Works with the IT Director in developing Information systems implementation project plans, assigns duties, responsibilities, and scope of authority to project teams.
Identifies and communicates resources requirements, ensures resources availability to support implementation.
Identifies and schedules project deliverables, milestones and required tasks.
Ensures that all phases of the project are properly & successfully implemented on time. Prepares project progress reports and communicates status to the project team and senior management.
Updates the IT Director with the implementation status/milestones & asks for assistance when needed to ensure a successful implementation plan.
Develops and maintains project documentation. Amends documentation with any changes and enhancements, distribute and communicate changes to functional owner (s)
Manages and tracks consultant time sheet to achieve maximum utilization of consultant time and ensure cost savings.
Implementation Role
Directs and coordinates work of consultants to install, setup and tests Information systems modules.
Partner with the functional owner (s) to perform the following:
Performs business process analysis (current processes, recommended processes/procedures, reporting requirements) using the appropriate analysis and implementation methodology.
Specification of business scenarios for acceptance testing “Test Scenario”
Co-ordinates with functional manager on functional staff training requirements and timing
Tests applications and apply quality measures before signing acceptance.
Evaluates specific functional requirements & recommends how each can be incorporated in the application.
Identifies and documents application roles and responsibilities.
Reviews current processes, future processes, reporting requirements documents with functional owner (s) and obtains appropriate approvals and signatures.
Direct developers “internal or external” to program required add-hoc reports.
Change Management Role
Play a leading role in introducing change management.
Effectively manage all training/change management activities
Educate managers/functional leaders to use the information to help in building the business & screening opportunities
Amends application business processes document with all changes and enhancements, distributes and communicates changes to all functional owners.
Documents and explains new system functionality to the implementation team and functional owners.
Sustain and Support Role
Effectively gather & communicate additional user reporting requirements “add-hoc reports” to the development team.
Reports application bugs, follow up and implement recommended fixes.
Maintains and sustains operation of the installed business applications.
Support roll-out of business applications
Direct developers “internal or external” to program required external applications integration to the implemented solution.
Others
Ensures all system Implementations are working properly.
Manages and maintains the production system according to vendor best practice tools.
Ensures all proper audit procedures are in place and executed to perform online system healthy check.
Keeps systems updated by the most recent patches.
Skills
Project management and leadership skills.
Extensive IT experience in Enterprise Resources Planning (ERP) applications Implementation.
Experience in business processes analysis and Business oriented mindset
Strong knowledge in project rollout procedures and project management
Ability to interact with business users and head of business functions.
Ability to negotiate with managers on outcomes and influence thinking.
Orientation for internal and external customer service.
Excellent Arabic and English communication skills (written and spoken.
Presentation skills.
Analytical thinking.
Numerical reasoning.
